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Average After-Call Work Time

Definition

What is the average after-call work time?

The average after-call work time (ACWT) is a Key Performance Indicator (KPI) that measures how long it takes a call center employee to complete all duties associated with a customer call after the caller has hung up. 

It involves data entry, database updates, document filing, and other responsibilities and is frequently measured in seconds rather than minutes.

Average after-call work is a part of call handle time that needs to be addressed by management. Agent productivity may be compromised if agents spend more than 20 seconds conducting call wrap-up activities. 

After-call work can take up to one-third to one-half the time of a typical call. Many teams aim to make the most of this limited period to improve agent performance.

Four elements influence the length of time spent on after-call work:

  1. The industry in which your business operates.
  2. The level of difficulty of the customer call
  3. The internal operations of the call center you use for outsourcing
  4. The mannerisms of the customer support employee who answers the phone.
What is the average after-call work time?

How to measure the average after-call work?

Average after-call work time is calculated by multiplying the overall time spent by an agent or team over a given period by the total number of calls made during that same period.

It typically includes both inbound and outbound calls when assessing this KPI, albeit you can segregate them when calculating ACWT.

Advantages of monitoring average after-call work time

Like average after-call work time, KPI is critical to the success of any outsourced customer support program, which is why you should engage with a call center that tracks after-hours work time. It can have several advantages, including:

  • Minimized customer wait time. Your company will provide an excellent customer experience by tracking after-call work and ensuring that all customer support agents work efficiently.
  • It is enhancing the efficiency of agents. Your business’ outsourced call center will be able to provide constructive performance comments to customer care employees by tracking after-call work time.
  • Identify any operational concerns. After-call work monitoring will reveal any problems with an agent’s workflow, allowing the call center to improve if needed.

How do you reduce average after-hours work time?

After-call work is such an essential element of customer support, and it’s not only about cutting down on time; it’s also about ensuring that customer service representatives are making the most of their time.

Here are some essential considerations that will assist you in managing ACWT.

Optimize agent training

The majority of contact centers do not provide training to their agents on how to handle after-hours work. Yet, it is an essential aspect of agent training that can dramatically improve the customer experience and agent efficiency.

Promote taking detailed notes

It’s best if advisors keep careful records of any actions they take after a call. This method of tracking development is beneficial to both the adviser and the center.

Enhance operational performance

Modern CRM platforms may drastically shorten after-call work hours by utilizing cutting-edge technology that allows agents to enter data and conduct actions effortlessly.

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Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.